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Company Jobs >> Mindlabs Consultancy Services LLP
Mindlabs Consultancy Services LLP
Tower 1, 16th Floor, Office A-1, Trans Asia Cyber Park, Infopark Kochi Phase II, Brahmapuram P.O., Kochi
www.mindlabssolutions.com
 
  • Career Opportunities:
  • Technical support specialist
    We are urgently hiring Technical support specialist for our head office at Info Park with minimum 1-3 years of experience. Mind Labsis an Indian multinational company that provides business consulting, information technology and outsourcing services. It has its headquarters in Kochi, India and offices in UAE and Africa.

    Skills required :
    Technical Support Specialist is required to undertake the following activities:
    • Routine system maintenance tasks, applying software fixes/updates and other preventive maintenance tasks to ensure system is working according to the availability requirements;
    • Respond to incidents and perform break/fix activities when errors and faults occur in order to restore the equipment operation as quickly as possible;
    • Participate in the Problem Management process, contributing with on-site observations;
    • Make recommendations for process and tool improvements
    • Look for continuous service improvement opportunities
    • Customer focus: meeting the expectations and requirements of customer, establishing an effective relationship with customer with trust and respect.
    • Troubleshooting critical applications (in-house and 3rd party vendors) and Microsoft SQL Servers if applicable.
    • Basic SQL server database troubleshooting and Disaster Recovery (DR) for MSSQL Server if necessary.
    • Identify the root-cause analysis and resolve faults both remotely and at the client sites;
    • Liaise with customer, on site and remotely, and proactively communicate with the Service Delivery Manager, escalating issues and identifying service improvement opportunities;
    • Provide on-site early life support and deliver train to system users;
    • Analyze system performance in relation to business benefits;
    • Document and publish articles in the Technical Services Knowledge Base;
    • Document resolutions and recommendations in the Ticketing System;
    • Install, configure and setup Vision-Box equipment according to the installation manuals and/or supervisor instructions;

    Technical Skills - Essential:
    • Experience in software and OS installations and configurations;
    • Knowledge of networking fundamentals (TCP/IP, HTTP, routing and switching, etc.);
    • Database administration fundamentals (setup, data queries, backup/restore);
    • Hardware diagnostic and repair experience with basic understanding of electrical and electronic components;
    • 3rd level support experience;
    • Great troubleshooting skills;
    • Basic understanding of ITIL v3/2011.

    Technical Skills – Highly Desirable:
    • Degree in Computer Science, Electronics or related competency;
    • Scripting/Programming knowledge;
    • Electronic/Robotic fundamentals;
    • Basic understanding of Information Security principles, security protocols, and Public Key Infrastructure (PKI);
    • Basic knowledge of biometric concepts and technologies
    • Basic Knowledge and usage of an ITSM tool
    • ITIL Foundation v3/2011 certification.

    Soft Skills:
    • Self-motivated and proactive individual;
    • Availability to travel;
    • Problem solving attitude;
    • Excellent communication and customer facing;
    • Willingness to learn leading edge technologies;


    Extended Roles and Responsibilities of
    a Level 1 / Level 2 Technical Support Specialist

    This first line will be to be customer’s first point of contact for reporting incidents. It shall provide incident management and operation of the escalation process.
    The Service Desk tool used by Vision-Box is SDP (Service Desk Plus). This tool is used globally by Vision-Box and provides adequate logging, tracking, alerting and reporting functionalities for all vision-box accounts.
    The responsibilities of the Level 1 Support are:
    • Recording of the incidents
    - Incidents are properly logged
    - Incidents are properly routed
    - Incident status is accurately reported
    • Register and classify received incidents or requests, including prioritization of tickets based on information shared and agreed SLAs
    • Triage the first support call for the customer personnel: In the event that the Solution is not functioning as expected, and the incident is reported, it is L1 responsibility to provide a consistent process to track incidents.
    • Troubleshooting to restore a failed service:
    To check the Solution and capture the error: if the incident is logged and troubleshooting is required, the basic questions and analysis should be performed at the first instance when the incident is reported, so that if it is possible to resolve over the phone or even on the spot.
    Attempt to solve the incident on the spot by using the simple troubleshooting skills such, is Solution on/off, is the Solution connected to power and the network, what errors is displayed on the screen, is Solution accessible or not, etc.
    • Provide answers to information requests
    • Clean surfaces of the equipment (e.g remove dust)

    The level 2 will attempt to determine the appropriate resolver group based on the problem information transferred from the L1.
    Level 2 support technicians are responsible for the following:
    • Solve the remainder of the problems (or, identify defects, and then escalate to the appropriate Level 3 resolver team if necessary)
    • Document all actions
    • Perform root cause analysis when required
    • Assist in the use of supported products
    • Make recommendations for process and tool improvements
    • Contact other support groups/organizations as required
    • Interface with other systems, networks and operating system environments
    • Route to other levels of support as required
    • Working closely in support of Incident Management to minimize the impact of downtime.
    • Register and classify received incidents or requests, including prioritization of tickets based on information shared and agreed SLAs
    • Take actions to restore a failed service as quickly as possible.
    • Process service requests and keep users informed about status of all incidents.
    • Remote access to customer’s solutions or trigger a visit at customer’s site to physically address the issues.
    • Register all analysis, actions, tests and solutions executed during incident analysis.
    o If resolved, confirmation of the resolution needs to be registered.
    o If no solution is achieved the incident will be transferred to the 3rd Level of Support.
    • Interact with the customer help desk system if necessary
    • Look for continuous service improvement opportunities
    • Customer focus dedicated to meeting the expectations and requirements, establishes and maintains effective relationships with customer and gains their trust and respect.
    • Having the functional and technical knowledge and skills to do daily operational tasks at all level of accomplishment.
    • Restore normal service operation, within Service Level Agreement limits, as quickly as possible, after an incident has occurred to application service, and minimize the adverse impact on production.
    • Performs routine Solution΄s maintenance and check-up on daily basis to ensure all Solutions are up and running as expected
    • Checking the health of application services related to both server and the Solutions
    • Perform system administration activities to ensure the smooth operation of applications across multiple platforms
    • Interaction with customers to determine issues, investigate the root-cause, and troubleshoots technical issue
    • Keep all the Solutions updated with the latest patches provided by Vision-Box.
    • Upgrading the software for feature requests, improvements or enhancements when required.
    • Managing and maintaining the server databases with coordination with Vision Box L3 support
    • Perform any necessary tests for recreation and rectification of production issue
    • Verification of issues via different types of logs available to triage and locate the errors on the system.
    • Troubleshooting critical applications (in-house and 3rd party vendors) and Microsoft SQL Servers if applicable.
    • Ensure that SLAs of assigned customer reported issues are met
    • Basic SQL server database troubleshooting and Disaster Recovery (DR) for MSSQL Server if necessary.
    Email:  hr@mindlabssolutions.com
    Airport DCS Engineer
    Job Summary

    We are urgently hiring Airport DCS Engineer for our head office at Info Park with minimum 1-3 years of experience.

    Mind Labsis an Indian multinational company that provides business consulting, information technology and outsourcing services. It has its headquarters in Kochi, India and offices in UAE and Africa.

    Skill Set

    • Experience level 1 to 3 years
    • Intermediate skills with Microsoft technologies including AD, Group Policies, Office 365
    • Solid network troubleshooting skills: TCP/IP concepts and LAN/WAN issues
    • Experience troubleshooting issues related to DHCP & DNS
    • Experience and familiarity with firewalls, routers, managed switches, wireless controllers and WAPs
    • Experience with malware remediation
    • Experience with Anti-Virus and Anti-Malware products
    • Knowledge in all supported Microsoft Desktop Operating Systems Windows 7-10
    • Mac/iOS Experience is desirable but not required
    • Technical support for desktops using Microsoft Windows or MacOS
    • Experience in Systems support for various Microsoft products, third-party software and cloud applications
    • Experience in Providing support for high-level system and network issues including performance or outages
    • Experience in Technical support at the network level: WAN and LAN connectivity, firewalls, and security
    • Experience in Remote access solution implementation and support including VPNs and Remote Desktop Services
    • Experience in Providing recurring on-site maintenance and end-user support
    • Managed multiple issues concurrently with successful results
    • Experience in Effectively tracking status and time in ticketing system
    • Experience in Updating technical documentation as needed
    • Experience in troubleshoot and manage escalations from the help desk, project team, and managed services group
    • Experience in regular communication with clients, keeping them informed of incident progress, upcoming changes or agreed outages
    • Experience in taking support calls live for immediate triage
    • Strong oral and written communication skills
    • Ability to switch tasks frequently

    Job Type: Full-time

    Salary: ₹40,000.00 to ₹50,000.00 /month
    Email:  hr@mindlabssolutions.com
     
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